Customer Service Analyst

Pearson•Baltimore, MD

26d•Remote

About The Position

The Service Desk Tech 1, School Technical Support is an hourly position with 2 Shift Options; determined at a later time between the hours of 8am-6pm EST. Agents will work remotely, providing technical support services to school teachers and staff; as they set up and use our technology from initial startup, troubleshooting, and virus/spyware removal to resolution of software, hardware, printer, and network issues.

Requirements

Ability to manage stressful situations in a calm, courteous, and efficient manner.
Strong working knowledge ofâ¯Windows 10/11 and Office 365.
Strong remote troubleshooting and working knowledge of High-Speed connections (DSL/Cable-Modem) and TCP/IP.
Working knowledge of Bomgar or comparable remote support tool.
An understanding of DHCP, DNS, and Active Directory.
Strong troubleshooting and working knowledge of consumer networking devices, wireless devices, Windows file and share permissions, and network printing issues.
Experience with Google Apps for Education and Business.
Continually updating and optimizing support process and documentation.
Ability to make quick and clear decisions in accordance with Connections Academy policy.
Meet all deadlines while paying attention to details.
Organize, prioritize and multi-task while managing users' expectations.
Work effectively as a team member, as well as independently.
Problem-solving methodology.

Responsibilities

Troubleshoot and resolve software, hardware, printers, and network issues by listening to the user and asking appropriate questions to build a solution.
Log all calls using our in-house call tracking system, creating detailed, accurate entries and escalate when necessary.
Specify user problems and provide a detailed solution to resolve each issue.
Act as liaison for application problems between users and developers.
Assist in the collection of data for identifying user requirements that may result in future system development or training.
Keep current with the development of our ever-changing applications.
Document products, processes or problems in detail and suggest improvements or solutions.
Work with manager to investigate and implement ways of deflecting calls and increasing self-service.
Work occasional additional hours, 2nd shift, and/or weekends when necessary.
Work to perform other duties that may be necessary for the organization, including manual labor. (Staging materials, packing, inventory, delivery).
Projects - supports continuous improvement initiatives.
Other duties as assigned.